We use ticketing software at work to track tasks that need to be completed.
My old boss allowed me to enter updates to tickets before they were closed, so that he/she could review my progress on various tickets.
My new boss stated that he/she wanted me to quote "Enter the problem, and when the ticket is closed, enter what fixed the problem".
This is an issue, because some tickets take longer than others to complete. Some tickets are put in months in advance, and are not completed until their due date; other tickets have to be put on-hold until some person or resource is freed up, allowing the ticket to be completed. Note that while the ticketing system does have a due date attached to tickets, it does not have any sort of an on-hold or waiting for client field.
I've posted about this in the forum for the ticketing software and they told me to use the private notes function of the software; they told me that it would allow me to take notes on a ticket without anyone else in the system being able to see it; when I complete the ticket, I have the ability to then include a response, which my boss will be able to see.
Now all this would work out well and good except that my boss comes over to my desk once a week and asks me about the tickets; not unusual behavior for a boss; this is perfectly normal behavior for a boss; but said boss gets annoyed when they have to come see me about the tickets; if they would just read about the progress of the ticket (like I'm not allowed to do) they would not have to come see me about the tickets; rather they would already know the state of the ticket, that it had been worked on, and what had been done in regards to the ticket, and not be annoyed.
But since they cannot view the notes taken on the state of the ticket because they requested it, it puts me in an awkward position with my boss. The ticket reviews usually go okay once I explain what is going on in the tickets when they meet me face to face; but I have no control over the number of tickets submitted; the other people who fail to respond to my emails when a resource needs to be freed, or something needs to be done by someone else before I complete my ticket; I also don't have any control over the fact that my boss doesn't like coming to my office to review tickets.
There is no policy in place for closing out tickets that the ticket issuer hasn't responded to; And if I close tickets like these, my boss responds by telling me that I shouldn't close tickets that are not completed.
Please give me some advice, as I would like to clear up this conflict with my boss.